Troubleshooting Guide – Zendesk

🤖 How to Register Your Robot Device and Get Your Device ID

Successfully registering your new robot is the critical first step to ensuring it receives necessary updates, is covered by your warranty, and can be managed through your company portal or mobile app.

This guide will walk you through the simple process of registering your device to generate its unique Device ID.

1. Locate Your License/Serial Number

Before starting the online process, you must find the unique identification number assigned to your physical robot. This is distinct from the final Device ID the system will generate.

Check the Robot: The Serial Number (S/N) or License Number is typically printed on a durable sticker located on the base, underside panel, or rear chassis of your robot.
Check Documentation: If the sticker is missing, check the packaging box, the Quick Start Guide, or your initial purchase receipt/email confirmation.

2. Access the Registration Portal

Use your web browser to navigate to the official registration area.

Portal Address: Go to [Your Robotics Company URL Here]/register
Log In: You will need to log in to your existing account. If you are a new customer, select the "Create Account" option and follow the steps to set up your profile first.

3. Complete the Registration Form

Once logged in, you will be guided through a simple form.

Select Device Type: Choose the exact model of your robot from the dropdown menu (e.g., "Sentinel 3000 Industrial Arm" or "Guardian Home Assistant").
Enter Identification: Carefully enter the Serial Number or License Number you located in Step 1. Double-check for accuracy, as errors will prevent the system from matching the device to its record.
Specify Location/Usage: For tracking and support purposes, you may need to enter the site address where the robot will operate or its primary use case (e.g., "Warehouse Sorting," "Home Cleaning").

4. Receive and Activate Your Device ID

Upon submitting the form, the system performs a final validation check against the factory records.

Device ID Generation: Once validated, the system will generate and display your permanent, unique Device ID. This ID is what your software and support agents will use for all future interactions.
Example Format: Your Device ID may look something like: ROB-45A-12345 or SITE-B-DVC-0099.
Confirmation: This Device ID will be immediately emailed to your registered account for safe-keeping.

Final Step: System Synchronization

For some advanced models, you may need to manually input this newly generated Device ID into the robot's control panel or enter it into the companion mobile app to complete the final synchronization.

Initial Diagnosis: The First 5 Steps

Before attempting any complex fixes, perform these basic checks.

Step	Action	Check	Why?
1. Power Cycle	Turn the robot and its main controller OFF, wait 60 seconds, and turn them ON again.	Is the power cable securely connected? Is the emergency stop (E-STOP) button released?	A simple reboot often clears temporary software glitches or memory issues.
2. Check Logs & Error Codes	Access the Human-Machine Interface ($\text{HMI}$) or controller software.	Write down the exact Error Code and any accompanying text/description.	Error codes (e.g., E-404, Axis $\text{X}$ Motor Fault) are the fastest way to identify the root cause.
3. Inspect Physical Environment	Visually check the robot's physical movement range and surroundings.	Is there any obstruction? Are any cables pinched or disconnected? Is the temperature within the operating range?	Physical interference is a common cause of unexpected stops or trajectory errors.
4. Check Network Connectivity	Verify the robot's connection status to the $\text{LAN}$ or Wi-Fi.	Is the robot's $\text{IP}$ address correct? Can the controller ping the robot?	Connectivity issues can prevent remote commands, data logging, and cloud updates.
5. Verify Software Version	Check the robot's operating system and application firmware versions.	Is the software the latest stable release?	Known issues are often fixed in the newest firmware updates.

II. Tiered Troubleshooting by Symptom

Use the reported symptom to navigate to the most likely cause and solution.

A. Robot Not Moving / Startup Failure

Symptom	Probable Cause	Solution
No power/lights on	Main power supply failure or disconnected safety interlock.	Check the breaker. Ensure all safety doors and light curtains are closed/engaged.
Robot is "Powered," but won't move	E-STOP engaged or safeguard violation (e.g., zone entered).	Ensure the E-STOP is fully reset. Check the safety controller log for recent violations.
Joint/Axis Fault	An axis motor is stalled or has an overcurrent condition.	Check the specific axis for physical binding or obstruction. Reduce the speed/payload if excessive.

B. Positional Errors / Unpredictable Movement

Symptom	Probable Cause	Solution
Inaccurate or drifting position	Requires re-homing or calibration drift.	Perform a re-homing sequence or recalibrate the base and tool points using the pendant/software.
Vibration or Oscillation during moves	Poor $\text{PID}$ loop tuning or excessive payload.	Ensure the robot's software is configured for the correct payload weight. Adjust $\text{K}\_p$ and $\text{T}\_i$ parameters (advanced users only).
Intermittent Stop	Proximity sensor or vision system interference.	Clean the vision sensor lens. Check sensor parameters for false trigger readings.

C. Software & Connectivity Issues

Symptom	Probable Cause	Solution
Software/HMI is frozen or non-responsive	Memory leak or software bug.	Complete a Power Cycle (Step 1). If the issue persists, reinstall the HMI application.
Cannot establish remote connection	Firewall blockage or incorrect port settings.	Check firewall rules to allow communication on the required ports (e.g., port 8080 or 21).
Update fails to install	Corrupted download or insufficient storage.	Check available memory on the controller. Redownload the update file and attempt installation again.

III. When to Contact E-Mart Support

If you have performed the initial diagnosis and the symptom persists, it is time to escalate.

A. Before Calling: Gather This Information

To ensure the fastest resolution, please have the following ready when contacting our support team:

Robot Model & Serial Number: Found on the robot base plate or the controller unit.
Firmware/Software Version: The current version installed.
Exact Error Code(s) & Description: The full text from the $\text{HMI}$ or log file.
Steps to Reproduce: A clear, concise description of what the robot was doing when the failure occurred (e.g., "It stopped when attempting to pick up the red block at $\text{X}=100$, $\text{Y}=200$").
Diagnostic Logs: Have the ability to securely share the robot's internal log files with our engineer.